Faculty Book Makes a Case for Civil Practices in Business
A new book co-authored by two members of the speech communication faculty at Penn State Erie, The Behrend College, offers practical advice for how and why to improve our standards of civility in business.
“Civility is the first domino in a chain of events that culminates in business productivity, successful personal relationships, intercultural cooperation, and personal and global peace,” Cathy Sargent Mester and Rod L. Troester write in their book, Civility in Business and Professional Communication (Peter Lang Publishing, 2007). Civility in Business defines civility as “behaviors reflecting fundamental respect for others and generating harmonious and productive relationships.”
Mester, a senior lecturer, and Troester, an associate professor, have both directed the Janet Neff Sample Center for Manners and Civility at Penn State Behrend, and it was their work with the center that convinced them to expand upon the idea of civil communication in professional contexts.
Although the issue of civility is one of concern to many disciplines, they found a lack of accessible resources for individuals attempting to make civility in their own workplace a priority. “We decided to put special emphasis on business communication because of the medical and psychological studies that link workplace stress with illness,” Mester said.
Mester and Troester found that while the principle of respect between people remains intact across generations, there is sometimes misunderstanding in how it is practiced. Mester pointed out that young people just beginning their career are often more casual in their communications than their predecessors, and need to be aware of how their language usage and workplace attire is perceived. But, she added, one of the communication benefits a young worker brings to the office is familiarity with “intercultural communication”—the benefits and challenges of diversity and group dynamics.
Troester hopes that Civility in Business challenges the view that corporate success requires a selfish mentality and aggressive behavior. “The book offers tools and techniques for improving business relations that essentially make companies more profitable,” he said. Using chapters that focus on specifics, such as “Civility in the Interpersonal Context,” the pair give readers practical advice, such as:
-- Conveying positive, status-neutral expectations of others;
-- Using acknowledgment and affirmation of others to enhance supportive climates; and
-- Contributing to long-term supportive encounters by following through with the ideas raised in each exchange.
When seemingly small gestures are made consistently, the results will be reflected in a company’s bottom line. Civility in Business includes case studies that share tips and tricks from seasoned corporate communicators, like Ryan J. Anthony, a media specialist. “At my first job, my peers gave me regular feedback on the work I was doing and paid attention to my personal development—in other words, they knew the importance of valuing each individual,” he writes in the book. “I learned from them and they learned from me. Our department was made better as a result.”
Mester and Troester hope that Civility in Business finds an audience outside the college classroom; they intended it to inspire those in business who value professional development for their employees. “Promoting better workplace communication is more than good common sense, it’s good business sense,” Mester said. “A satisfied and relaxed workplace leads to improved productivity, which boosts profits.”
Civility in Business and Professional Communication is available for purchase at barnesandnoble.com, or may be ordered by calling Erie’s Barnes & Noble at 814-864-6300.
The School of Humanities and Social Sciences at Penn State Behrend offers one associate and eight baccalaureate degree programs, a pre-law curriculum, a fifth-year teaching certification, seven minors and a study abroad program in cooperation with Northampton University in England. Students within the school often collaborate with faculty on research and outreach programs, have access to technology-enhanced classrooms, including state-of-the art digital editing and psychology laboratories, and publish “Lake Effect,” a nationally recognized literary magazine edited by students. The school hosts the Creative Writer’s Speaker Series and both the International and Women’s Film Series, plus offers various musical and theater opportunities to its students. For more information, visit behrend.psu.edu.